14087674
Descripción
Test por Lorisse Bazley, actualizado hace más de 1 año
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Creado por Lorisse Bazley
hace alrededor de 6 años
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Pregunta 1
Pregunta
The two goals of customer service are:
Respuesta
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reduced costs and error minimisation
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satisfaction and operational effectiveness
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co-production and operational efficiency
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satisfaction and operational efficiency
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reduced variability and increased tangibility
Pregunta 2
Pregunta
Which of the following is NOT one of the guidelines for effective program implementation?
Respuesta
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Recruit the right employees
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Educate customers, too
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Develop a pricing policy
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Individualise response systems
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Be efficient first, nice second
Pregunta 3
Pregunta
Under which of the following conditions is it important to separate proactive selling from simple order-taking?
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The service situation is high-contact, so the customer is more involved.
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The bulk of consumption is accounted for by repeat use.
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The initial contact occurs weeks before the customer receives the service.
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It takes a long time to complete service delivery.
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The services are capacity-constrained.
Pregunta 4
Pregunta
A call centre’s managers are concerned about improving operational efficiency. With what other consideration should they balance this concern?
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Proactive selling
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Costs of running the business
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Customer service
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Price of services
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The Flower of Service
Pregunta 5
Pregunta
To manage the customer service function, companies must balance customer satisfaction against ________.
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customer demands
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operational efficiency
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customer delight
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touchpoints
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proactive selling
Pregunta 6
Pregunta
Which of the following is NOT a customer service function?
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Greeting customers on arrival
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Expediting delivery to customers
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Providing information as part of the sales support team
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Resolving problems and handling complaints
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Developing face-to-face sales presentations
Pregunta 7
Pregunta
Arrange the following steps in setting customer-defined standards in chronological order.
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Translate customer expectations into behaviours Set key performance indicators Provide feedback to employees Determine customer expectations for each service encounter
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Determine customer expectations for each service encounter - Translate customer expectations into behaviours - Set key performance indicators - Provide feedback to employees
Pregunta 8
Pregunta
A service culture requires all of the following EXCEPT:
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continuous monitoring of customer satisfaction
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reward systems that reflect customer service goals
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ambivalence from top management
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continuous training
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time to develop
Pregunta 9
Pregunta
Delivering the core service as promised is often totally within the control of:
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sales people
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marketers
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boundary spanners
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frontline personnel
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staff personnel
Pregunta 10
Pregunta
Service firms with multi-site operations make use of ________ and ________ to centralise functions that don’t require face-to-face contact.
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automation; personalisation
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technology; scripts
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scripts; role plays
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technology; telecommunications
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call centres; role plays
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